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With the emergence and acceptance of homeworking, organisations are now constantly on the lookout for solutions to help them remain compliant. And Microsoft Teams Call Recording is among those solutions. Microsoft Teams as a platform has transformed the way millions of organisations work. It has enabled Team communications, supporting internal and external collaboration. With one application, Microsoft Teams can support multichannel communications including: ChatVideoVoice CallingDocument Sharing However, with the emergence of new communications technology, also comes the emergence of new...

As voice recording systems reach end of life, banks must find a way to preserve the recordings and the voice data integrity, so they remain accessible for regulatory retrieval purposes. The typical approach involves migrating the legacy voice recordings into a new voice recording system which can be a bit like putting a square peg into a round hole – it cannot be done in its entirety without changing the original format of the data, an unacceptable compliance risk. But...

Call Recording Support - What You Should Be Receiving From Your Supplier Many organisations such as Financial Institutions or Contact Centres implement and manage call recording solutions to ensure compliance, improve the customer experience and reduce business costs. For contact centres, for example, call recording plays an important role in their call centre software operations. The benefits of call recording are well known, ranging from ensuring compliance for organisations who are legally obligated to record calls, to coaching and training...

What is IVR Technology? Interactive Voice Response (IVR) is a telephony menu system that allows the customer to interact with a company without the presence of an agent.  The IVR will use touchstone buttons on the customer’s telephone where they will press the keypad in accordance with the service they require.  The call will then automatically be routed to the most appropriate agent or department within the call centre.  More often than not, it is used beyond service selections (eg....

Use this simple Workforce Management (WFM) ROI calculator to understand potential savings that could help transform your workforce planning and resource planning contact centre operations.

A MULTIVENDOR CENTRALISED VOICE RECORDING REPLAY PORTAL The Financial Services Industry  As businesses and organisations across Europe were racing to get to grips with the new GDPR data protection and privacy regulations, the financial services industry had another piece of seismic data legislation to contend with. Under EU law, certain areas of the financial industry - equity trading, for example - have long been required to record and archive all telephone conversations relating to their services. It is all about...

Business Systems' Will Davenport gives an expert overview of the Mobile Call Recording technologies available for Financial Institutions  With MiFID II stating the need to keep records of all telephone conversations and electronic communications intended to result in a transaction, even if the actual transaction never materialises; mobile call recording is once again under the spotlight. In 2009, the FSA (now FCA) enacted new rules requiring financial institutions to record all relevant communications their employees held on mobile phones. However, the technology was...

With £1.9 billion paid in compensations during the 2nd half of 2016, and pension annuities about to become the new PPI, artificial intelligence and analytics may be one of the best investments an insurance company can make. Business Systems' Will Davenport explains why. Why is the issue of annuities such a major concern for Insurance companies? On May 26th 2017 the FCA published a policy statement on information prompts in the annuity market to address the continuing concerns around the mis-selling...

Alex Coxon discovers on behalf of the Professional Planning Forum how speech analytics has the potential to change how contact centres manage agent performance. Speech analytics is finally coming of age, as the hype is superseded by pioneering applications. The message is clear: speech analytics gives organisations the ability to automatically interrogate thousands of call recordings, which otherwise get overlooked. It can uncover problems such as excessive hand-offs from one department to another, while also highlighting potential flash-points such as...

Failing to comply with regulations does not just affect the reputation of a business, which can lead to loss of profit and market share; it personally affects those in charge of the business. In a world where super-size fines no longer shock or deter bad practices, regulators have moved on to using a wider range of measures to ensure compliant behaviour from both firms and individuals. A Global Survey on Reputation risk by Deloitte, found that responsibility for reputation risk...

What should your employees be expecting from a Self-Service Workforce Management toolkit? What exactly employees should be expecting from a Self-Service Workforce Management (WFM) toolkit? Flexibility & Availability Most employees today are looking for flexibility and availability to help meet their busy and complex lifestyle schedules. They want to be able to take control of their work patterns. Employees for example who have children may prefer to take on shifts which allow them to be available around the school run....

Gambling is one of the most scrutinised sectors as large amounts of money are being moved daily. New data released by the UK Gambling Commission reveals that the gambling industry has never been healthier, with Britons spending over £3.6 billion on online gambling, £3.3 billion on the National Lottery and £3.2 billion in betting shops. Online or remote gambling has gained tremendous traction over the past decade, with advanced platforms, intuitive user interfaces and advanced self-serve capabilities. Still, the phone...